Use this activity to view and interact with Knowledge Articles suggested for a Request Work Task. Suggestions are based on how relevant the articles are to the request. You can access this activity by clicking the Knowledge Articles button in the Request Work Task page. Only Published articles will appear as suggestions.
These suggestions and their order are based on the tags and weights defined in the article compared to the attributes of the Request Work Tasks. At the Request level, the comparison is
made against all Request Work Tasks within all Request Scopes. Only the unique tags and attributes are considered, regardless of how many times they appear.
For example, if you have an article with a Model 1 tag with a weight of 10 and a second article with a Model 2 tag with a weight of 11. If we assume there are three different work tasks
under the same request for Model 1, it will still be treated as 10, not 30 (3*10). So, if a fourth task for Model 2 exists under the same request, the second article will take precedence
over the first one, even if three of the tasks were for Model 1.
When an article is selected to view, a dialog displays the read-only Knowledge Article in markdown format. You can also rate the article and leave a comment to provide feedback.
Each suggested article is shown as a card with:
As a result of this activity, relevant Knowledge Articles will be suggested for the Request Work Task, with the ability to view, rate, and comment on them.